This report focuses on aspects of Analysys Mason’s annual Connected Consumer Survey that relate to the behaviour, preference and future plans of fixed broadband users in France, Germany, Poland, Spain, Turkey, the UK and the USA.

This report provides:

· detailed analysis of the drivers of churn

· analysis of consumers’ real-world reasons for changing provider

· understanding of fixed broadband customers’ future priorities and how this can attract competitors’ customers

· the Net Promoter Score (NPS) for the major players in each country

· an explanation of the role that superfast broadband can play in NPS

· qualitative information about the impact that bundling has on customer retention

· discussion of real-world strategies put in place by companies such as AT&T, Iliad, Turkcell Superonline and Virgin Media.

6.Executive summary7.Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important8.Customer service has the closest relationship with the NPS9.Different services have different churn rates so operators should create bundles that can help to reduce churn for all services10.Recommendations11.Recommendations12.Drivers of fixed broadband customer churn13.Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important14.Younger people prioritise speed and are less price-sensitive than older people when selecting their fixed broadband service15.NPS increases with advertised broadband speed, but services of 100Mbps and faster may be struggling to meet expectations16.Key criteria for customer satisfaction17.Customer service has the closest relationship with the NPS18.Service providers do not need to get full marks for every aspect of their service to have a positive NPS – low prices can prevent dissatisfaction19.Customer satisfaction varies significantly between service providers: providers with high mobile NPS also scored well for fixed broadband20.AT&T: Attention to customer service has made customers into promoters, but fixed–mobile customers are less satisfied than those with just fixed21.Iliad: Fixed broadband has high customer satisfaction and benefits from loose bundling with low-cost mobile services22.Turkcell Superonline: Customers were more satisfied than those of their competitors in all measures in our survey23.Virgin Media: Strongly placed with a fast, reliable network, a strong TV offer and credible quadruple-play bundles

24.Bundling strategies to reduce churn25.Different services have different churn rates so operators should create bundles that can help to reduce churn for all services